GCP-GCX Online Practice Questions and Answers

Correct Answer: B

Explanation: Unused reports do not need to be disabled manually to prevent unnecessary load on the system. Genesys Cloud CX automatically disables reports that have not been run for more than 90 days. This feature helps optimize

system performance and reduce resource consumption. You can re-enable disabled reports at any time from the Reports page in Genesys Cloud CX Admin.

References:

https://help.mypurecloud.com/articles/about-reports/

https://help.mypurecloud.com/articles/disable-and-enable-reports/

Correct Answer: ABE

Explanation: Genesys Cloud CX Architect is a feature that allows administrators to create and manage call flows for inbound and outbound voice interactions. Architect provides various actions and tasks that can be used to define the logic

and behavior of call flows. Some of these features are playing pre-recorded messages, converting text to speech, receiving and routing calls, collecting user input, transferring calls, etc.

References:

https://help.mypurecloud.com/articles/about-architect/

https://help.mypurecloud.com/articles/architect-overview-of-call-flow-actions-and-tasks/

Correct Answer: B

Explanation: The maximum number of rings that can be defined for Bullseye routing is 6. Bullseye routing is a type of AND Evaluation Method that evaluates agents based on predefined rings of skill requirements that relax as the selection pool expands from one ring to the next. Each ring can have one or more required skills and a minimum proficiency level for each skill. The first ring has the strictest skill requirements and the last ring has the loosest skill requirements. References: https://help.mypurecloud.com/articles/bullseye- routing/

Correct Answer: C

Explanation: The Agent Login-Logout Details Report is a report that would help you view an agent's time on breaks and login/logout details. This report shows various metrics related to agent availability and activity, such as total login time,

total logout time, total break time, break reason codes, etc. This report can help you monitor agent productivity and adherence.

References: https://help.mypurecloud.com/articles/agent-login-logout- details-report/

https://help.mypurecloud.com/articles/monitor-agent-adherence/

Correct Answer: A

Explanation: Adding meaningful tags to the document is what you must do to ensure that users can find the document when needed after you have added a new document to Genesys Cloud CX Collaborate Workspace. Tags are keywords or

phrases that describe the content or purpose of a document in Workspace. Tags help users to find documents faster and easier by using filters or search queries based on tags. You can add tags to a document when you create or edit it in

Workspace.

References:

https://help.mypurecloud.com/articles/add-tags-to-a-document/

https://help.mypurecloud.com/articles/search-for-a-document/

Correct Answer: C

Explanation: A maximum of 100 agents can be added to a single Management Unit is not a true statement regarding Management Units in Genesys Cloud CX Workforce Management. A Management Unit is a logical grouping of agents who

handle similar types of interactions in Workforce Management. A Management Unit can have various settings configured to define its behavior and performance, such as time zone, service level target, shrinkage percentage, etc. There is no

limit on the number of agents that can be added to a single Management Unit. References:

https://help.mypurecloud.com/glossary/management-unit/

https://help.mypurecloud.com/articles/create-a-management-unit/

Correct Answer: ACE

Explanation: Full Access, Read-Only, and Contributor are three access level permission types for workspace (Documents > Workspace) membership in Genesys Cloud CX Collaborate. Workspace is a feature that allows users to create and

manage documents in Genesys Cloud CX Collaborate. Workspace provides various features and functions for users to create, edit, share, organize, and search documents within an organization. Users can have different access level

permissions for workspace membership based on their roles and needs. The access level permissions for workspace membership are:

Full Access: Users can create, edit, delete, share, move, copy, tag, download, upload, and view any document in the workspace.

Read-Only: Users can only view documents in the workspace. They cannot create, edit, delete, share, move, copy, tag, download, or upload any document in the workspace.

Contributor: Users can create new documents in the workspace and edit or delete their own documents. They can also share, move, copy, tag, download, upload, and view any document in the workspace.

Some other access level permission types for workspace membership are Owner and Collaborator.

References: https://help.mypurecloud.com/articles/workspace-overview/

https://help.mypurecloud.com/articles/manage-workspace-membership/

Correct Answer: BDEF

Explanation: Text, Checkbox, Web Page, and Image are some of the components that can be added to scripts. These components allow agents to view or enter information during an interaction. Text components display static or dynamic text

content. Checkbox components allow agents to select one or more options from a list. Web Page components display a web page within the script. Image components display an image within the script.

References: https://help.mypurecloud.com/articles/add-a-text-component-to-a-script/

https://help.mypurecloud.com/articles/add-a-checkbox-component-to-a-script/

https://help.mypurecloud.com/articles/add-a-web-page-component-to-a-script/

https://help.mypurecloud.com/articles/add-an-image-component-to-a-script/

Correct Answer: A

Explanation: Workspaces is a setting that allows you create a place for each group in your organization to upload, organize, and share documents and files. Workspaces are secure storage areas that can be accessed only by members of the

group. You can create workspaces for different purposes, such as projects, teams, departments, etc.

References:

https://help.mypurecloud.com/articles/about-workspaces/

https://help.mypurecloud.com/articles/create-a-workspace/

Correct Answer: CDE

Explanation: Contact lists, campaigns, and dialing modes are three items that need to be configured for an outbound campaign in Genesys Cloud CX. An outbound campaign is a process that initiates outbound interactions to a list of contacts

based on various settings and rules. To create an outbound campaign, you need to configure the following items:

Contact lists are files that contain information about the contacts that you want to reach with your outbound campaign, such as name, phone number, email address, etc.

Campaigns are entities that define various aspects of your outbound campaign, such as dialing mode, schedule, retry options, etc. Dialing modes are methods that determine how Genesys Cloud CX places outbound calls to contacts based

on various factors, such as agent availability, contact priority, dialing rate, etc.

Some other items that need to be configured for an outbound campaign are scripts, flows, queues, etc.

References: https://help.mypurecloud.com/articles/about-outbound- campaigns/

https://help.mypurecloud.com/articles/create-a-contact-list/

https://help.mypurecloud.com/articles/create-a-campaign/

https://help.mypurecloud.com/articles/dialing-modes-overview/